IT Technical Support

Strategic Networks, Inc.; Misamis Occidental; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading tech support company in the Philippines is seeking an individual to provide incident management support and quality assurance for their products. The role emphasizes user support for various devices, troubleshooting, and monitoring IT equipment. Additionally, responsibilities include executing test cases and contributing to quality improvements. The ideal candidate will excel in a fast-paced environment and have a strong focus on customer satisfaction.

Qualifications

• Experience in providing incident and request management support to users.
• Ability to analyze and recommend process improvements.
• Demonstrated skills in testing and improving product quality.

Responsibilities

• Provide incident and request management support to all end user devices.
• Ensure timely resolution of complaints and service tickets.
• Execute and analyze test cases for products.
• Collaborate with project leads and stakeholders for requirements.

Skills

Incident management

Windows OS

Remote user support

Test case execution

Monitoring IT equipment

Job description

Responsibilities

• Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Experience in Windows & non‑Windows Operating environment.
• Recommend and apply solutions, including on‑site repair for remote users.
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Carry out on‑site analysis, identification, and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Demonstrated ability to provide user support by means of remote access tools.
• Provide status update to the ticketing tools in a timely manner.
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
• Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.

QA Tasks

• Test current products and identify deficiencies based on the Business requirement, document on records, and at the same time provide local experience input based on experience.
• Investigate product quality to make improvements to achieve better commercial satisfaction.
• Work closely with the Project Leads for requirements analysis, development of test plans, test cases, regression, and smoke tests.
• Work with Stakeholders to coordinate release priorities and schedules.
• Plan, estimate and prioritize test activities.
• Monitor bug resolution efforts and track successes.
• Provides accurate time estimates and valuable input to team scrums, sprint plan etc.
• Participate in product design, and review to provide input on functional requirements, product designs or potential problems.
• Execute test cases (manual & automated) and analyze results.
• Provides solutions that help excellent customer experience.
• Testing can be functional or non‑functional including System, Integration, Device compatibility and automation.
• Maintain a high level of program and service knowledge to provide the best value‑based solution to the customer.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement.
• Meet and exceeds KPI targets set by the client.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co‑workers.